WFM considerations when launching new customer support channels
The contact center has already evolved from the humble call center, as more channels of communication became commonplace. With the meteoric rise of Facebook Messenger,…
Category: General
WFM for Outbound Planning
There are many contact centers which have the majority of their business that depends on the Outbound Campaign. Especially when the contact center is involved in sales…
Chat Forecasting: Concurrent AHT
This is Re-Poste from Marlon Martinez – original post can be found here “How to plan for Web Chat in a call center 101″ Let’s start you off…
Parallel Capacity Agents
This is re-post from Marlon Martinez – original post can be found here “Parallel Capacity Agents” Parallel capacity agents In a nutshell Parallel capacity agents can…
2020 What is WFMs role in the Contact Centers Future?
Workforce Management practice in its present guise has really only been around for the last 20-25 years, although you could theoretically date its roots back…
Reflections on demand management (Part 2)
The following article was originally written by Gabriel Pizarro Garcia in Spanish on the WFManagement sister blog – CLCIK HERE TO READ THE ORGINAL …
Reflections on demand management (Part 1)
The following article was originally written by Gabriel Pizarro Garcia in Spanish on the WFManagement sister blog – CLCIK HERE TO READ THE ORGINAL Sunday. …
Forecasting & Planning for Facebook Messenger, Whatsapp, Telegram, Viber, WeChat, Line…
Messaging is the most frequent digital activity that a person does, there is no contention. If you’ve ever messaged someone to ask if it’s a…
Overview of Outbound Dialer
In an outbound contact center, the most heard word is “Dialler“. In simple words, the dialler is a device which we use to make outbound…
Measuring Customer Service Productivity
Measuring productivity in the customer service sector can be a little tricky. Unlike the manufacturing sector, in which employee productivity can be measured by the…